Ch.18控制.pptVIP

Workplace Concerns Workplace privacy versus workplace monitoring: E-mail, telephone, computer, and Internet usage Productivity, harassment, security, confidentiality, intellectual property protection. e.g. 轉寄公司策略，上網，工研院 Top 5, 電子監控系統，凡走過必留痕！ Employee theft The unauthorized taking of company property by employees for their personal use. Workplace violence Anger, rage, and violence in the workplace is affecting employee productivity. e.g. Road rage. * Control Measures for Employee Theft or Fraud * Control for Deterring or Reducing Workplace Violence * Customer Interactions Service profit chain: Is the service sequence from employees to customers to profit. * * 服務利潤鏈 * * 留住顧客 * 再光顧 * 介紹其他顧客 * 服務顧客的 結果 * 設計及提供服務 以滿足目標顧客的 需求 * 工作環境的設計 * 工作設計 * 員工的評選與發展 * 獎勵表揚員工 * 顧客服務的工具 重點回顧 1. market, bureaucratic, clan control 2. feedforward, concurrent, feedback control 3. The planning - controlling link * Terms to Know market control bureaucratic control clan control control process feedforward control concurrent control feedback control management by walking around (MBWA) Balanced scorecard (BSC) employee theft * Q A E-mail：wljen@.tw 個人網頁：60/ * * Rankings are a popular way for managers to measure their organization’s performance. As Exhibit 18-7 shows, there’s not a shortage of these rankings. * *  控制 Controlling*測速槍，恆溫器，SOP, KPI*計畫，執行，考核。*Plan, Do, See. *PDCAB. 1. 新進菜鳥：觀望計較 老鳥：朝九晚五奉公守法 核心幹部：關心大我長期發展 2. 內部培訓幹部： 買硬體器材，找講師，加班設計適用課程教材。 3. Grove 換車胎，遇紅綠燈，見傷者送醫。 * 綱要 18.1 控制之程序 18.2 控制組織績效之工具 18.3 有關控制之實務 * What Is Control? Controlling The process of monitoring activities to ensure that they are being accomplished as planned and of correcting any significant deviations. 討論：control 之中譯？ * Designing Control Systems Market Control （市場） Emphasizes the use of external market mechanisms to establish the standards. e.g. cost, market share. Bureaucratic Control （科層） Emphasizes organizational authority and relies on rules